Workforce Data Analyst

Port Washington, New York, United States $ 30.00 - 33.00 (US Dollar) Responsibilities Create contact forecasting models. Build, coordinate, and accurately maintain shift schedules ensuring that shifts are optimally planned to meet forecast and service level requirements. Monitor staffing levels against plan and take relevant real‑time or short‑term corrective actions such as overtime, cross‑skill support, voluntary time off, shift changes, and more to improve service levels. Maintain reports used in reporting on service level performance to senior leadership. Ensure that the phone operating system is running efficiently on a daily basis. Escalate system issues to the IT shared service team. Ensure that the CRM system is running efficiently. Monitor daily and partner with IT to escalate any issues or enhancements. Qualifications Workforce Analyst needs 2+ years of experience in an analytical role (e.g., business or sales analyst). Previous workforce management or real‑time analysis experience in a call center. Excellent planning and time‑management skills with the ability to manage multiple demands. Ability to pivot priorities and work on tight deadlines. Experience with SAP is a plus. Will work 2 days a week (Wednesday and Thursday) in office. #J-18808-Ljbffr